Role:Senior Process Expert - Customer Service (CS)
Job Grade: 25

Location: Amsterdam with a mix of office and home working.

Part-time/Full-time: Full-time position.

Closing Date: Not specified. Please apply as soon as possible, as vacancies may close early due to high demand.

Why is a job as Senior Process Expert - Customer Service at Heineken so exciting?
As a Senior Process Expert in Customer Service at Heineken, you will be pivotal in shaping the global process strategy for customer service operations. You’ll collaborate with various teams to drive process standardization, efficiency, and continuous improvement across Heineken’s operating companies worldwide. This role offers the chance to contribute to long-term customer service excellence while leading global transformation initiatives.

What will you do as a Senior Process Expert - Customer Service?
As the Senior Process Expert, you will be responsible for driving the vision and process strategy for Customer Service across Heineken. Your responsibilities will include:

Co-shaping the global process ambition blueprint and strategy for Customer Service in line with Customer Service & Logistics (CS&L) and Market to Cash (MtC) strategies. Designing and deploying global Customer Service processes, ensuring adherence to standard designs and reducing process deviations across Heineken’s OpCos. Developing and deploying data-driven insights on process performance through dashboards, KPI frameworks, and process mining to support operational excellence and cost improvement. Collaborating with Digital & Technology (D&T) and CS&L Capability teams to ensure that technology platforms support process maturity and business requirements. Building internal and external networks to share best practices, stay updated on new developments, and drive continuous process improvement.

Are you the Senior Process Expert - Customer Service who completes our team?
You are a strategic thinker with in-depth expertise in customer service processes. You excel in fast-paced, cross-functional environments and have a strong track record in process design, analytics, and digital transformation. Here’s what we are looking for:

Work Experience:

8+ years of relevant experience in end-to-end customer service (order management and customer care) processes within complex international environments. Proven experience in process design, mapping, and analytics, with a strong background in digital transformation and product ownership. University-level education, with excellent verbal and written communication skills in English. Expertise in Lean Six Sigma and continuous improvement methodologies, with a deep understanding of project and change management. Strong ability to manage multiple complex stakeholder relationships, ensuring strategic alignment and resolving conflicting priorities. A balance of conceptual and operational thinking, with a focus on driving process efficiency and maturity.

Ready to join our team?
Are you excited to step into the role of Senior Process Expert - Customer Service at Heineken? Apply now by clicking the green application button and submitting your updated resume. We look forward to receiving your application!